Power Up - Marketing and Selling for Greater Success

Starbucks in decline

I don't want to pay $5 for a complaining cup of coffee.  Starbucks, with its great reputation for coffee and employee programs, is taking a slide I fear.

My cup of expensive coffee today was served with a "I don't know why they don't let us hire more employees.  It is so busy here we need more help.  Etc. etc. etc."  Well, for one thing, I as a customer don't want to hear complaining, I want service with a smile.  I don't doubt that you have your problems and when I ask about them, then you can let me know what you don't like.  Until then I'd rather deal with my own issues and not yours.  Maybe you just need to be a little faster to get the job done.  Or, maybe read the paper/Internet and realize that your company is not having the best of times.

This issue is applicable to all companies not just the "that is a lot for a cup of coffee" company.  Customers don't want to hear about your organizational problems unless you are going to pay them to listen to you complain. 

Managers make sure your employees understand that difficult times are not a reason for them to share "their professional management opinion" with your customers.

Be professional and leave a positive impression.

Use the mirror to improve your success

The new year is here, new sales call goals, and new sales quotas.  How do we achieve greater success in this economy?  The way is clear - make more calls, show more solutions, be more attentive to customers, etc.

But what else is important when making those hard to get face-to-face meetings?  Let me try to draw the picture so you can vividly see the issue.  I was called by a professional salesman right before the holidays and we set up a coffee meeting in early January to discuss his very interesting proposition for me to generate even more business.  I could tell he was a pro because he handled the conversation on the phone seamlessly - he addressed my key issues, mentioned who referred him to me, did not get into pricing, but pushed professionally for the face-to-face meeting.

We met and I immediately noticed that his holiday was a great one - his shirt collar did not fit.  He knew this and his solution was not to buy a new shirt but to attach one of those cut "expand a collar" loops with a button on the end to get an extra inch or so relief from a tight collar.  However, he did not have his tie tight to the collar, nor did he even button the collar so the entire neck thing was a little slovenly.  Hey, my neck grew over the holidays as well - but I found a shirt that masked the "too many cookies" neckline.

He was still a great guy, great pitch, solid recommendations and we left agreeing to meet again.  I am sure he marked it down as a great meeting.  I only wish he had checked in a mirror and made more of a professional impression.  It is a small thing but it makes a major impact on the prospect.

Good luck with your selling success!